ترجمه مقاله نقش ضروری ارتباطات 6G با چشم انداز صنعت 4.0
- مبلغ: ۸۶,۰۰۰ تومان
ترجمه مقاله پایداری توسعه شهری، تعدیل ساختار صنعتی و کارایی کاربری زمین
- مبلغ: ۹۱,۰۰۰ تومان
Abstract
Purpose – Employee learning is imperative in the dynamic service environment; yet, much is still unknown about its strategic importance. The purpose of this paper is to extend the understanding of learning by focusing on the strategic importance of learning goal orientation (LGO) in customer-contact employees in service industries characterized with high customer contact. Design/methodology/approach – This paper adopts the multi-method approach by conducting two studies in the high-contact service sector. Study 1 is a large-scale, multiple-respondent survey that investigates the associations between LGO and its antecedents and performance outcomes. To supplement study 1, study 2 embraces case studies that identify the managerial supportive practices and outcomes of customer-contact employees’ learning behaviors. Findings – The results of study 1 demonstrate that employees’ affective organizational commitment does not yield higher-quality services unless the service employees are learning oriented. The findings of study 1 also indicate that management commitment to service quality has positive effects on both LGO and affective organizational commitment. In study 2, the results reveal the practical methods that managers can employ to effectively promote such activities. Originality/value – This research offers novel insights into research on learning by showing the strategic importance of LGO to enhancing high-contact service firms’ performance and the practical means of fostering LGO in customer-contact employees.
5. Conclusions
This research focuses on examining frontline service employees because such employees have to learn changing customer needs and perform a wide range of challenging duties regularly. We adopt the multi-method approach by conducting two-related studies in high-contact service industries. Study 1 is a multiple-respondent survey testing several hypotheses concerning how LGO in service employees are associated with two antecedents (i.e. management commitment to service quality and affective organizational commitment) and two performance outcomes (i.e. service quality and customer satisfaction). The test results suggest that all the postulated hypotheses are supported. Such results offer new insights to extend the current knowledge in the literature on service management and LGO. Study 2 involves case studies to solicit detailed qualitative insights concerning the actual learning behaviors in service employees, and the relevant supportive practices and performance outcomes.